Sr. Manager, Customer Operations & Strategy

Serif Health is focused on making healthcare pricing and contracting more transparent and affordable. The Sr. Manager, Customer Operations & Strategy will engage with over 200 active customers, drive initiatives to support scaling efforts, and lead cross-functional initiatives across various teams to define and execute growth strategies.

Responsibilities:

• Own existing customer relationships
• Drive relationships with existing customers to ensure customer satisfaction, success, and retention
• Build strong relationships to drive referrals, references, and upsells
• Create compelling visualizations and summaries to support customer conversations, executive briefings, and strategic initiatives
• Identify themes from customer support issues to guide data and product development in roadmap discussions
• Manage customer support issues from intake to resolution to build strong data foundation and product understanding
• Directly collaborate with customers on data projects to build new Serif Health IP (e.g., custom reports and insights)
• Build new customer success best-in-class practices
• Build account management playbooks to grow spend and share of wallet over time
• Surface trends in data gaps or inconsistencies and suggest product development opportunities
• Support ad-hoc strategic initiatives led by company leadership, including special projects with the CEO or CTO
• Help develop new Serif Health verticals (e.g., life sciences, employers)
• Contribute to product and data evolution required to support new accounts (e.g., ‘net cost recovery’ models for buy-and-bill drugs, ‘network pricing & disruption reporting’ for employers / brokers)
• Demonstrate data capabilities & platform live for prospects interested in learning more about Serif Health
• Deliver data samples, case studies, and example analytics to showcase potential ROI for key sales opportunities
• Contribute research and content to key marketing initiatives (e.g., blogs, customer testimonials, and social media posts)

Requirements:

• 3-5 years of Experience: Demonstrated success in a professional role (e.g., analytics, consulting, health tech, finance, etc.), ideally in a healthcare-focused field
• High Ownership and Drive: A self-starter mentality with a strong sense of ownership and hustle to drive outsized outcomes; An ability to work independently, move quickly with accuracy, and self-manage for high impact in a small team environment
• Strong Data and Analytics Acumen: Extreme proficiency with tools like Excel, SQL, and crafting reports from complicated, ambiguous datasets; Comfort working with large-scale datasets
• Proficiency with AI-backed workflows: Actively integrates AI to maximize efficient completion of tasks (e.g., ‘vibe-coding' product mockups, creating content / copy)
• Excellent Communication Skills: Superior written and verbal communication skills, capable of articulating complex ideas to diverse audiences effectively
• High Attention to Detail: Expertise in managing dozens of active customer situations simultaneously, with a keen eye for speed and quick cycle times
• Passion for Healthcare: Passion for problem solving and increasing affordability & transparency in the US healthcare market